Archive for August, 2011
Posted by Jennifer Stein on August 26, 2011
Posted by Jennifer Stein on August 18, 2011
You may have noticed that FPinfomart has been having some technical difficulties the past week (humour, folks – it’s on the list, see below). Throughout it all there have been a few tools that have made my job, at least the part of it involving communication, easier.
We all hope that things run smoothly at work – but sometimes they don’t. When crisis strikes, it’s handy to have tools in place to help you through the day (and night!) Here’s my list.
Twitter gets the #1 spot on this list. Although I’m able to place a message at the top of the FPinfomart site to communicate information to users, if the site is down, I can’t put the message up – or even if I could, you couldn’t read it. Twitter is a fantastic communications channel. It allowed me to broadcast messages about site status to anyone who follows us – even when the site was inaccessible. It also allowed our users a mechanism to inquire about site status if they didn’t know how to contact us by phone or e-mail. And, you can read and post to Twitter from pretty much any device these days. Which brings me to…
2. My Blackberry
Whether you’re a die-hard Blackberry user or a member of the cult of iPhone, a good smartphone is indispensable in crisis communications situations. E-mail, of course – such as details from the tech support team, sharing them with colleagues on the front lines, or responding to customer inquiries. I can post to Twitter and be notified when we’ve been @mentioned. It keeps me informed and engaged without being chained to my PC. And, it’s small enough to fit under my pillow for those 4:30 a.m. status checks.
3. My iPad
Speaking of the wee hours… I find that the iPad bridges the gap between “need more screen real estate and functionality than my smartphone can offer” and “too much bother to boot up the laptop.” I can quickly load our site status pages; update the website status message; use Twitter and e-mail; and it’s FAST.
4. A Sense of Humour
Of course we take any site downtime seriously, and of course we point all available resources to fixing the situation as quickly and diligently as possible. But service with a smile can boost everyone’s morale. It IS possible to let customers know you’re sympathetic, working on a problem, and want to help – without sounding like a robot reading a script.
The trend in corporate crisis communications is moving more and more firmly toward openness, honesty, and speed. All of the tools I’ve listed above, while fairly obvious, allow me to execute communications that emphasize exactly those values.
So, despite embracing the #arghtechnologyargh hashtag, it turns out that some pieces of technology are pretty critical when others are on the blink.
What’s in your crisis communications toolbox? Let us know below in the comments, or tell us on Twitter.
Posted by Jennifer Stein on August 10, 2011
We’ve added audience size and ad value data for many of the (TV and radio) channels we cover in our Broadcast Monitoring product.
This information has been hand-gathered by our own internal research.
Where data is available, we are now showing two metrics in the Media Analysis section of broadcast results: Ad Value and Audience Reach. This information will appear where available; if we were unable to obtain data or create a reasonable estimate, the value has been left blank.
Please note that we provide only one ad value and one audience reach number per station, and we have chosen to provide the ad value and audience reach numbers for the 6 p.m./evening news broadcast.
Broadcast Ad Value represents the quoted rate for a 30-second advertising spot during the 6 p.m./ main evening news for each channel. Ad value is provided where we were able to obtain a rate, or where we had enough similar data to make a reasonable estimate. Ad Rate is NOT provided for any CBC Radio stations, as CBC radio does not typically accept commercial advertising.
The audience reach represents the number of people watching or listening to that station during the 6 p.m./evening news. Audience Reach is provided where we were able to obtain a statistic, or where we had enough similar data to make a reasonable estimate.
Why the 6 p.m. news?
Our system is set up to accommodate only a single ad and audience value for each individual channel, and so we needed to select a representative time. We chose the 6 p.m. news, for two main reasons:
- An evening news broadcast (commonly at 6 p.m. or similar) is available on MOST stations, and therefore cross-station comparisons can be made.
- Our broadcast monitoring product is intended for monitoring the news, and the 6 p.m. broadcast is usually considered to be a summary of all the day’s happenings.
Our researcher spent several months mining for this data and we believe it to be as accurate as possible at the time it was gathered. Please note, however, that values can change; that ad rates may be discounted; that specific programs (other than the 6 p.m. news) may have different statistics; and that various institutions may provide different statistics. Please keep this variability in mind and use these values as guidelines when making decisions based on broadcast data.
Posted by Jennifer Stein on August 2, 2011
Many thanks to all of you who submitted suggestions in our “Rename Personal Profiles” contest! Submissions are now closed, and we’ll spend the next few weeks combing through more than 125 very interesting entries we received from our fabulous users.
The results will be announced, along with our winner(s), in mid-September.